Sylvia Gomez
Omaha,NE
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Director of Business Development
HorsePower Brands-Zee Contact Call Center
02.2022 - Current
- Connect with new franchisees during their onboarding journey, ensuring that onboarding is timely, accurate, and smooth.
- Work with internal teams to ensure new franchisees are set up correctly and launch on time with accurate and efficient set-up.
- Conduct training in necessary ZeeContact systems. Training will consist of both remote and in-house presentations.
- Determine the efficacy of current training programs and update curriculum as needed.
- Provide and track legal documentation of onboarded franchisees, updating documents as needed.
- Work with new Brand teams to effectively understand needs and timelines.
- Connect new Brand teams with internal resources to ensure launch dates are on-time and successful.
- Collaborate with new Brand teams to provide best-practices and guidelines around ZeeContact services and set-up.
- Collaborate with internal teams to ensure new Brands are successfully launched within ZeeContact.
- Work with Legal and Brand teams to determine timelines and tasks required for successful offboarding of franchisees within the ZeeContact system.
- Provide timely and accurate response to franchisee questions and concerns according to internal SLAs.
- Collaborate with internal teams to address franchisee issues and facilitate resolution.
- Facilitate communication between franchisees and internal HorsePower and ZeeContact employees to maintain consistent service.
- Represent franchisees in internal meetings and decisions, ensuring the voice of our customer is always present.
- Participate in team L10s to help align efforts with overall company and departmental objectives.
- Track and report franchisee Key Performance Metrics to ZeeContact and Brand teams.
- Review and report trends of KPIs, collaborating with internal teams to find solutions.
- Streamlined internal processes for improved efficiency, resulting in accelerated project completion rates.
Subcontractor Recruiter
HorsePower Brands- Mighty Dog Roofing
07.2021 - 02.2022
- Built Subcontractor Recruitment Process for future and current Franchisee Owners to utilize
- Streamlined communication between Franchisee Owners and subcontractors, ensuring timely completion of projects.
- Developed strong relationships with subcontractors, fostering a collaborative work environment for successful project completion.
- Assisted in recruiting a minimum of 3-5 subcontractors per Franchisee prior to location opening for business
- Built relationships with national and local suppliers nationwide
- Trained new Franchisee Owners on subcontractor recruitment process
- Trained new Franchisee Owners on Acculynx CRM system in relation to production processes
Production Manager
Tevelde And Co.
01.2019 - 04.2021
- Enhanced production efficiency by streamlining processes
- Increased overall productivity by identifying bottlenecks in the production process and proposing effective solutions.
- Damage Control: Conducted root cause analysis on production issues, devising corrective actions to prevent recurrence.
- Fostered a culture of continuous improvement by encouraging open communication between team members and regularly soliciting feedback on operational procedures.
- Mentored junior staff members on best practices in production management, cultivating a skilled workforce capable of tackling complex challenges head-on.
- Resolved issues quickly to maintain productivity goals.
- Reviewed work for quality and compliance with company standards and design specifications.
- Planned operations to meet established schedules, factoring in order demands and business forecasts.
- Managed personnel by implementing company policies, procedures and work rules
- Coordinated with subcontractors, vendors and project managers to align production with customer requirements.
- Created and oversaw production schedules and adjusted as needed to meet deadlines.
- Developed a comprehensive training program for new hires
- Educated and efficient in Acculynx CRM system.
- Took on the role of Subcontractor recruitment due to bilingual skills
- Assisted in administrative duties, keeping record of subcontractor agreements, contracts, etc.
- Worked as a liaison between project managers and insurance companies.
- Communicated with city planning departments to effectively file for permits and scheduling inspections in order to abide by city requirements.
- Educated and efficient in Pella, Provia and Enerlux CRM systems for window orders.
Director of Support Specialist
Xcel Roofing
06.2017 - 11.2019
- Created and built production department
- Create processes to expand the support specialist department,
- Createe and sent out work orders to subcontractors,
- constant communication with subcontractors, reviewing contracts, training new employees,
- registering business in new territory cities,
- Filed for permits, scheduling inspections
- Maintained constant communication with homeowners,
- Maintained communication with insurance companies,
- Scheduled rental equipment, overlooking multiple project managers in multiple territories
- Assisted in Subcontractor Recruitment
- Educated and efficient in JobNimbus CRM system
Server
Olive Garden
09.2013 - 04.2017
- Intensive customer service-making sure customer needs are being met and satisfied, Ability to multitask in a fast paced environment, Leadership duties in overlooking/training new employees/overall role model, Sales experience in selling merchandize and new promotions, Ability to have good communication between coworkers in order to keep the restaurant functional at a constant pace.
Education
Bachelor of Arts - Business Administration-Marketing
Concordia University
05.2011
Skills
- Innovation and Creativity
- Staff Development
- Data-Driven Decision-Making
- Product Knowledge
- Technical Expertise
- Problem Solving
- Multitasking Abilities
- Organizational Skills
- Delegation Skills
- Cross-functional Collaboration
- Project Management
- Adaptability and Flexibility
- Strategic Planning
- Customer Service Excellence
- Analytical Thinking
- Process Improvement
- Relationship Building
- Continuous Improvement
- Teamwork and Collaboration
- Training and Mentoring
- Industry Expertise
- Quality Assurance
- Contract Management
- Conflict Management
- Attention to Detail
- Team Leadership
- Leading Team Meetings
References
Available Upon Request
Languages
Spanish
Native or Bilingual
Timeline
Director of Business Development
HorsePower Brands-Zee Contact Call Center
02.2022 - Current
Subcontractor Recruiter
HorsePower Brands- Mighty Dog Roofing
07.2021 - 02.2022
Production Manager
Tevelde And Co.
01.2019 - 04.2021
Director of Support Specialist
Xcel Roofing
06.2017 - 11.2019
Server
Olive Garden
09.2013 - 04.2017
Bachelor of Arts - Business Administration-Marketing
Concordia University
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